Extreme Customer Focus
Every industry and business has its own unique qualities, but they all share a vital common element: Customers. Without them, there simply is no business. Quite simply, customers are the most important people of all.I’ve learned many great lessons from customers I’ve been privileged to serve through the years. There’s one long-time customer, however, who especially […]
Make It Right
Service failures occasionally happen. When people are serving other people in an active business setting, things don’t always go according to plan, even with the best intentions. Fortunately most issues are rather small ones but, whether small or large, the keys to resolution are the timeliness and appropriateness of the response. In those moments when […]
One Size Does NOT Fit All
One of the keys to building lasting relationships in a service business is the ability to recognize unique client requirements and adapt the approach to meet them. Focused interactions of our front-line managers with a wide range of clients over the past month have revealed just how different these requirements can be. Their experiences have […]
Hard Questions Made Easier
As we explore how to become better listeners and develop a deep understanding of client needs, we know that the process begins with thoughtful reflection and careful preparation of the topics we want to explore. While that sounds logical enough, actually deciding upon the questions to use can be a tricky “process”.A manager recently asked […]
18 Years
That’s the amount of time it takes a child to reach (theoretical) adulthood and how long it takes for truly fine scotch whiskey to mature. Evidently at least that much time also passes before some businesses pause to ask their clients how well they’re doing!As our business embarks on a comprehensive journey to reach out […]
Silence Is Not Golden
Success in a service business depends heavily on the elements that surround the service that is actually provided. While the service must be excellent, how effectively we connect with clients ultimately determines the strength and longevity of our relationship. We’ve discovered that there are Four Key Elements in creating a service experience that leads to […]
How Would Watson Respond Today?
On March 10, 1876, Alex Graham Bell called out to his assistant, Mr. Watson, through his new electrical device: “Mr. Watson, come here, I want to see you.” An amazing thing then happened, according to Mr. Bell’s journal: “To my delight he came and declared that he had heard and understood what I said.” With […]
Asking Great Questions
If you want to gain valuable insights, you need to ask Great Questions. Of the 4 critical skills that create Conversations that Matter — Listening, Relating, Responding, Understanding — the art of asking good questions sets the stage for everything that follows. Great Questions stimulate thoughtful answers that are worth listening to. We’ve learned that Great Questions […]
Conversations That Matter
It’s not a genuine conversation unless you are listening, relating and responding to one another. Conversations that matter have the added element of both parties taking away an understanding that didn’t exist beforehand. This may sound obvious, but it doesn’t happen nearly often enough. Let’s consider these four key ingredients:1. Listening. Genuine conversations begin here. Active […]
Just One More…
Just one more… smile when you greet someone. follow-up on a lead. note to remember to handle it. confirmation when it’s done. thank you. kiss before you leave. revision to make it better. chance to see your grandparents. chapter before you go to bed. rep at the gym. ingredient to make your recipe special. moment […]